Director of Technology

The Revel Group 

Director of Technology 

POSITION SUMMARY 

The Revel Group — the management company behind Anakeesta, Wildside, and several other premier destinations — is seeking an experienced and strategic Director of Technology to lead all technology operations and digital initiatives across its portfolio. This role is primarily focused on Anakeesta, our award-winning mountaintop adventure park in Gatlinburg, Tennessee, which will represent the majority of the day-to-day scope. The Director of Technology will span IT infrastructure, operational systems, full stack web and POS development, and data strategy — ensuring both the reliability of park operations and the continued digital evolution of The Revel Group's brands. The ideal candidate brings technical depth across infrastructure and software development, thrives in a fast-paced hospitality environment, and is passionate about using technology to elevate the guest experience. 

KEY RESPONSIBILITIES 

Operations & Systems Support 

• Serve as the primary technical owner of all operational systems, ensuring maximum uptime and performance during park operating hours. 
• Administer and support Gateway Ticketing systems, including configuration, updates, troubleshooting, and vendor coordination. 
• Manage Agilysys platforms (Eatec and InfoGenesis) for food & beverage operations, including POS terminals, inventory integrations, and reporting. 
• Oversee installation, maintenance, and troubleshooting of all POS hardware and software across park locations. 
• Coordinate with department heads to understand technology needs and ensure systems align with operational workflows. 

Network & Infrastructure Management 

• Administer and maintain the Ubiquiti UniFi network infrastructure, including access points, switches, and security gateways across the park. 
• Monitor network performance, resolve connectivity issues, and proactively plan for capacity and coverage improvements. 
• Manage on-premises server infrastructure, including hardware maintenance, virtualization, backups, and disaster recovery planning. 
• Oversee structured cabling, fiber, and wireless systems to support park operations and guest Wi-Fi. 
• Plan and execute infrastructure upgrades in coordination with park expansion and seasonal demands. 

Cybersecurity 

• Develop, implement, and maintain a comprehensive cybersecurity program in line with industry best practices and PCI-DSS compliance requirements. 
• Conduct regular security assessments, vulnerability scans, and penetration testing coordination. 
• Manage endpoint security, firewall policies, access controls, and incident response procedures. 
• Train staff on cybersecurity awareness and ensure adherence to security policies. 
• Monitor for threats and respond promptly to security incidents, maintaining detailed documentation. 

IT Service Management & Helpdesk 

• Administer the Freshworks IT service management platform (Freshservice/Freshdesk), including ticket workflows, SLAs, asset management, and reporting. 
• Lead and mentor the IT support team, ensuring timely resolution of incidents and service requests. 
• Build and maintain an IT knowledge base to empower self-service and reduce repeat tickets. 
• Establish and track KPIs for IT support performance and continually improve service delivery. 

Full Stack Development & Digital Platforms 

• Lead and manage full stack web development efforts for Anakeesta's public-facing website and online webstore, ensuring a seamless, high-performing guest experience. 
• Oversee the development, maintenance, and continuous improvement of e-commerce functionality including online ticket sales, merchandise, and gift cards. 
• Manage integrations between the webstore and back-end systems, including Gateway Ticketing and payment processors, ensuring data accuracy and transaction security. 
• Direct front-end and back-end development work, whether performed in-house or through third-party developers/agencies, maintaining code quality and deployment standards. 
• Drive POS enhancements across Gateway Ticketing and Agilysys platforms — scoping, testing, and deploying configuration changes, custom reporting, and workflow improvements in partnership with operations teams. 
• Identify opportunities to extend or integrate POS capabilities to improve guest throughput, upsell functionality, and reporting accuracy. 
• Maintain version control, staging environments, and deployment pipelines for all development projects. 
• Ensure website and webstore uptime, performance monitoring, and security patching are managed proactively. 

System Administration & Updates 

• Manage patch management and system updates across servers, workstations, POS devices, and network equipment. 
• Maintain software licensing compliance and manage vendor relationships for all technology platforms. 
• Oversee user account lifecycle management, including Active Directory / identity management. 
• Ensure proper documentation of all systems, configurations, and procedures. 

Data & Analytics 

• Champion a data-driven culture across the organization, working with leadership to identify key business questions and build reporting solutions that drive decisions. 
• Develop and manage data pipelines and reporting infrastructure that aggregate data from ticketing, POS, web, and operational systems into unified dashboards and reports. 
• Build and maintain business intelligence tools and reports for leadership spanning revenue, guest volume, F&B performance, and operational metrics. 
• Ensure data integrity, governance, and security across all systems that produce or store business data. 
• Identify opportunities to leverage data and analytics to enhance guest experience, optimize pricing, and improve operational efficiency. 

Strategic Planning & Leadership 

• Develop and manage the annual technology budget, tracking expenditures and identifying cost optimization opportunities. 
• Create and maintain a multi-year technology roadmap aligned with Anakeesta's growth and operational goals. 
• Evaluate and recommend new technologies, vendors, and solutions to improve efficiency and guest experience. 
• Collaborate with senior leadership on technology strategy, capital planning, and risk management. 
• Manage relationships with third-party vendors, MSPs, and technology partners. 

QUALIFICATIONS 

Required 

• 5+ years of progressive IT experience, with at least 2 years in a management or director-level role. 
• Demonstrated experience managing network infrastructure, particularly Ubiquiti UniFi environments. 
• Hands-on experience with POS systems in a retail, hospitality, or entertainment environment; experience with Gateway Ticketing and/or Agilysys (Eatec, InfoGenesis) strongly preferred. 
• Proven experience managing on-premises server environments, including Windows Server, virtualization (VMware or Hyper-V), and backup/DR solutions. 
• Full stack development experience, including front-end technologies (HTML, CSS, JavaScript) and back-end languages/frameworks (e.g., PHP, Node.js, Python, or similar), with a track record of managing web properties and e-commerce platforms. 
• Experience managing or overseeing webstore/e-commerce integrations with ticketing or POS systems. 
• Working knowledge of cybersecurity frameworks, PCI-DSS compliance, and security best practices. 
• Experience with IT service management platforms; familiarity with Freshworks (Freshservice) preferred. 
• Strong project management skills with the ability to manage multiple priorities simultaneously. 
• Excellent communication skills — able to translate technical concepts for non-technical stakeholders. 
• Ability to work a flexible schedule including some evenings, weekends, and holidays as required by park operations. 

Preferred 

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience). 
• Relevant certifications such as CompTIA Security+, CCNA, Microsoft Certified, or similar. 
• Experience in the amusement park, hospitality, or attractions industry. 
• Familiarity with CCTV/surveillance systems, access control, and IoT/operational technology environments. 
• Experience with CMS platforms, SEO fundamentals, and web analytics tools (e.g., Google Analytics). 
• Knowledge of API integrations and experience connecting third-party platforms via REST APIs or webhooks. 
• Experience supporting mobile and handheld POS devices in outdoor or high-traffic environments. 

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS 

This role is based out of Knoxville, Tennessee, with a strong expectation of on-site presence at Anakeesta in Gatlinburg several days per week to directly support park operations. Anakeesta operates year-round in an outdoor mountain environment, and the Director of Technology must be comfortable working in varied weather conditions and across different elevations. Some server room and equipment closet work is required. The role may require lifting equipment up to 50 lbs and occasional work at height when accessing infrastructure components. Reliable transportation between Knoxville and Gatlinburg is required. 

WHAT WE OFFER 

• Competitive salary commensurate with experience, starting at $105k.
• Comprehensive benefits package including health, dental, and vision insurance. 
• Paid time off and holiday pay. 
• Complimentary access to Anakeesta and other Revel Group properties for you and your family. 
• A collaborative, entrepreneurial culture at a growing multi-property hospitality and entertainment company. 
• Opportunity to build and shape IT strategy in a growing, guest-focused organization. 

ABOUT Revel Group

The Revel Group is a Knoxville-based management company behind some of the Southeast's most exciting hospitality and entertainment destinations, including Anakeesta — an award-winning mountaintop adventure park in Gatlinburg, Tennessee — and Wildside, among other developments. From breathtaking gondola rides and treetop skywalks to immersive dining and retail experiences, our brands are united by a commitment to creating extraordinary moments for every guest.